Complaints

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Absolutely unreasonable way to cancel a membership. Similarly to others filing grievances, it is an absurd the channels you have to go through to cancel a membership. Making it so that signing up is easy and cancelling involves physically showing up at the location is downright unethical, especially when you advertise the ability to utilize a myriad of gyms as a black card member. Upon calling in today I was informed the contact is page i utilized to cancel my membership weeks prior would not be enough to cancel my membership and that I would have to show ** in person in order to do so, after charging my card for a membership within a state I currently do not reside in. This is ludicrous!

  Customer response

  08/29/2023

  the location of the planet fitness is ***********, *******

  Business response

  09/27/2023

  Please see How to cancel per membership agreement, 

   

  Thank you for contacting us.
  
  We are sorry to hear you need to cancel your membership at this time. We hope you had a great experience at Planet Fitness. If you have any feedback for us, we would appreciate hearing it. Thank you for your business with us. We hope to see you back in the future!Below are instructions regarding membership cancellation:
  
  You may cancel according to our policy: Per the agreement, in order to cancel a membership, one must either go to the club in person to fill out a cancellation form, or send a letter (preferably via certified mail) to the club, requesting cancellation. Please note: Memberships cannot be cancelled via fax, phone, or email.
  
  The processing of this cancellation request is subject to any agreement obligations. For more information, please refer to the membership agreement or call your home location. If your membership has a 12 month commitment and you wish to cancel at any time before the commitment is met, you can pay a $58 buyout fee to do so. If you wish to cancel after the 12 months has been met, the buyout fee 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  While attending Planet Fitness in ***********, **, I was approached by a manager. I come here as a Black Card because my son's school is close. I have been a member of ** for over 5 years and never encountered what I ************************ is promoting health and wellness and along with that, I have health challenges. I try to do as much walking as possible, so I stopped at the ** to walk for 30 minutes. I had on a pencil skirt, tennis shoes, and a duster. I was on the treadmill, nothing else. I was approached by the manager, *****, and told that I was inappropriately dressed and that my contract speaks of what appropriate clothes were. 1. My contract agreement does not specify in ************** what appropriate clothes are.2. There are many of ** consumers stopping by before work, or lunch to walk indoors as outdoors is compromising in some way.Request: Managers watching participants should make this reflection if an attendee is in the gym for longer than 30 minutes and is going from cardio to lifting equipment. My clothes were not unsafe to be on a treadmill or inappropriate.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The evening of January 24,2023 my *********** decided to visit the new planet fitness not far from our home gym, Once there everyone, the atmosphere is really cool just like all the others.20 minutes into our visit we were approached by a young manager & an male employee as if were in trouble, the manager says loudly hey you cant be in here with crocs, Im technically suppose to kick you out but yall can stay just for today my husband stated wow I never knew that I always wear crocs at planet fitness do you guys have that in writing ? The manager was upset at this point & replied angrily I sure do & stormed off, came back highlighting the section stating no open toe shoes/sandals allowed, she then stated ohh yall gots to go, yall gotta leave my gym. I reminded her she said we could stay today. She then said its up to me & if we were cool so yall can read that outside my husband said look I have shoes in the car, my foot is still healing from surgery he left to comply & got shoes. I could tell she was very upset just by her tone. A few guest witnessed & apologized for being nosy & encouraged us to speak to the manager, they believed that ordeal to be uncalled for as do I.Once done with our session we proceeded to exit. The manager& a female employee behind the counter staring & smirking at us. I didnt understand bc she was so sweet when we entered, says have a great day **** wont be back under her breath. I asked if she an issueshe replied do you? At this point I asked for a manager #.Next morning get a call from the manager stating he terminated our memberships. They fabricated the story, thats completely unethical we just our membership back only for my home planet fitness I will never step foot back in that place, theses babies are young and so rude Im well in my 40s its just not something Im interested in doing, my home gym staff couldnt believe this because they know us really well, I dont like the fact the were untruthful

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Wednesday,July 12th 2022 , the gym manager of the *********** ******* Planet Fitness, came and told me I couldn't have my bag on the floor. I explained to him that I was pregnant and needed my medical bag with me just in case of emergency. He said he could hold the bag or I could use a f**** pack. I told him I could not wear a f**** pack because of my pregnant stomach wanted to keep my medical supplies near me in case of an emergency. He said I understood but to be fair to others I couldn't have my bag . I asked if I could cancel my membership and he said "I understand" and walked away.When I came to the front desk I asked if I cancel on the app or through him he said he already processed it. I asked him if it would be prorated he said no because the cut off for that is the 10th of each month. I told him ok thinking my membership would expire at the end of the month. He said when members cancel they have until the 16th to use the gym but I could not. I asked him why he told me because he was canceling it so I couldn't use the gym. I told him I was requesting it to be canceled and he told me he already put a note in my account stating HE was canceling my membership because I wouldnt follow the bag policy. I told him that wasn't the reason for my cancelation and asked if he could fix it to the right reason. He told me he couldn't change it so I asked him if he could add another note to correct the one he put in he said " Yes, but I'm not going to do that because I had to come explain the policy to you." His dishonest notes in the account prevented me from being able to use the gym for the last 4 days. The manager never mentioned he would cancel my policy because I had my would not out my medical bag away nor did any of other staff.July 18th I was charged for another month despite canceling on the 12th. I called July 25th to get it refunded the manager refused to refund me and said I couldn't use the gym jul-aug even though my payent was for july-aug2022

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